Texas Gallery Furniture, which operates two stores in the Alamo City, has generated 64 complaints to the BBB within the past year.

Most of the criticisms have to do with customers waiting months to get their furniture, the BBB said.

“The issue right now is that 14 of them have received no response,” said Erin Dufner, a BBB spokeswoman. “There's also the pattern of complaints from consumers, who are alleging that after payment (is made), there is a significant delay in the (delivery of the) furniture. And sometimes the delivery's incomplete, so it's basically a partial delivery.”

John Hernandez, manager of the Texas Gallery Furniture store at 1049 SE Military Drive, said the company is working to resolve the complaints.

The retailer's other store is at 5550 NW Loop 410.

We “just want to get them taken care of,” Hernandez said of the complaints. He is the brother of Larry Hernandez, Texas Gallery Furniture's owner. The retailer has been operating since 1998, its website says.

Texas Gallery Furniture has received an “F” rating from the BBB, the organization's lowest grade.

John Hernandez cited various reasons for the delays in furniture deliveries. In some cases, he said, items were on back-order from manufacturers.

“We had no control over it,” he said.

Hernandez also cited a liquidation sale that made the ordering process “a little bit longer.”

As for some complaints going unaddressed, Hernandez blamed turnover in management at the retailer's Loop 410 store.

In a statement, the BBB referenced a San Antonio man who has not received a sofa, loveseat and an ottoman that he ordered June 22.

Texas Gallery Furniture has a policy of no cash refunds, though Hernandez said “we can make some exceptions.”

“Maybe they could work with consumers to establish a more realistic delivery date,” Dufner said.